Purpose – The purpose of this paper is to explore poor service encounters from the customer's perspective. Design/methodology/approach – Multiple autoethnographic accounts of overwhelmingly dreadful customer experiences at a department store were gathered and analyzed. The writers of the...

Retailers are using the term retail theatre (theater) to imply a service offer that is different and special. An important component of the offer is an increased opportunity for consumers to interact and participate within the overall experience. This article compares consumer participation in...

Small retail business in the United Kingdom is in decline. Strategies employed by large multiple outlet organizations are eroding the competitive advantage once achieved by small, independent retailers promising convenience, friendly service, and long business hours. A survey of 142 owners...